Summary
Overview
Work History
Education
Skills
Timeline

Karen Cheater

Customer Service
Albuquerque,NM

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

25
25
years of professional experience
12
12
years of post-secondary education

Work History

Customer Service Representative

Alorica
Albuquerque, NM
04.2017 - 02.2019
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Developed and updated databases to handle customer data.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded proactively and positively to rapid change.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Sought ways to improve processes and services provided.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Behavior Modification Specialist

Hogares
Albuquerque, NM
09.1999 - 10.2004

Lead Teacher

Lapetite Daycare
Albuquerque , NM
02.2000 - 08.2004
  • Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
  • Increased student involvement in program offerings through strategic redesign of program processes and methods.
  • Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
  • Planned and implemented different daily activities to enhance overall development and growth of every student.
  • Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
  • Organized rooms in line with current educational thinking to maximize educational opportunities for students.
  • Developed and optimized rich learning environment by capitalizing on diverse engagement strategies and enriching teaching techniques.
  • Created after-school program to enhance student involvement in school processes.
  • Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
  • Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
  • Maintained patience and level-headedness in diverse situations to support student development and personal growth.
  • Observed and recorded teacher methods to suggest improvements and increase student interest.
  • Coordinated field trips for classes and wrote detailed itineraries for student safety.
  • Introduced new software into classrooms, enhancing student comprehension and improving test scores.
  • Taught student classrooms with varying teaching methods and elevated average GPA.
  • Oversaw work of teaching team to optimize student education.
  • Worked one-on-one with students and student teachers to increase overall classroom success.
  • Worked with staff to raise funds new classroom technology and trained teachers on use.
  • Conferred with parents about student progress to boost family involvement and enhance student support.
  • Designed training program to teach new teachers school guidelines and increase overall success.

Customer Service Representative

Neodata
Des Moines, IA
09.1996 - 07.1997

Server Hostess

Perkins Family Restaurant & Bakery
Ames, IA
11.1994 - 06.1995
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Cultivated warm relationships with regular customers.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Seated customers in timely manner by managing reservations and waitlists skillfully.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Served food and beverages promptly with focused attention to customer needs.
  • Processed orders and sent to kitchen employees for preparation.
  • Answered customers' questions, recommended items, and recorded order information.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Supported needs of Number- person wait staff who attended to specific needs of countless customers daily for Type restaurant with social relevancy and intentionality.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Checked guests' identification before serving alcoholic beverages.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.

Hostess /server

Village Inn Pancake House
Des Moines, IA
03.1994 - 09.1994
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Cultivated warm relationships with regular customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Seated customers in timely manner by managing reservations and waitlists skillfully.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Served food and beverages promptly with focused attention to customer needs.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Processed orders and sent to kitchen employees for preparation.
  • Answered customers' questions, recommended items, and recorded order information.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Supported needs of Number- person wait staff who attended to specific needs of countless customers daily for Type restaurant with social relevancy and intentionality.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.

Assistant Director

Valentine Kids
Albuquerque , NM
04.2005 - 04.2006
  • Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
  • Oversaw purchasing and organization of Type inventory.
  • Led teams of up to Number personnel, supervising daily performance as well as training and improvement plans.
  • Assisted senior leadership in managing all aspects of operations.
  • Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
  • Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
  • Verified supply chain conformance with production requirements by cultivating productive vendor relationships.
  • Communicated all capacity, sourcing and technology gaps with upper management.
  • Trained and mentored new employees on industry practices and business operations.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Created and updated records and files to maintain document compliance.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Led team of Number Type professionals in special projects and daily operations.
  • Partnered with educators to instruct and mentor students with developmental and physical disabilities.

Education

Lib Arts - Psychology

Des Moines Area Community College, Ankeny, IA
09.2003 - 05.2004

Early Child Development -

Central New Mexico Community College, Albuquerque, NM
02.1998 - 05.2009

Skills

Report preparation

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Timeline

Customer Service Representative - Alorica
04.2017 - 02.2019
Assistant Director - Valentine Kids
04.2005 - 04.2006
Des Moines Area Community College - Lib Arts, Psychology
09.2003 - 05.2004
Lead Teacher - Lapetite Daycare
02.2000 - 08.2004
Behavior Modification Specialist - Hogares
09.1999 - 10.2004
Central New Mexico Community College - Early Child Development ,
02.1998 - 05.2009
Customer Service Representative - Neodata
09.1996 - 07.1997
Server Hostess - Perkins Family Restaurant & Bakery
11.1994 - 06.1995
Hostess /server - Village Inn Pancake House
03.1994 - 09.1994

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Karen CheaterCustomer Service